Residential customer service

1-800-743-2110

Monday to Friday, 7 a.m. to 7 p.m. ET. For billing, account, move-in / move-out, and payment plans.

Spanish: dial extension 9 from the main menu.

Electric outage (24/7)

1-800-743-1701

Power out, downed lines, flickering, tree on a wire. Report online at rge.com or in the RG&E mobile app for tracking and ETR.

If a line is on the ground or someone is hurt, dial 911 first.

Gas emergency (24/7)

1-800-743-1702

Smell gas, hissing, or any suspected leak. Leave the building first, then call from outside. Do not use light switches, phones or anything that could spark.

All RG&E customer-service lines

All lines below are operated by the shared Avangrid call center for RG&E and its sister utility NYSEG.

RG&E customer-service phone numbers, purpose and hours
Purpose Phone Hours
Residential customer service 1-800-743-2110 Monday to Friday, 7 a.m. to 7 p.m. ET
Automated customer service 1-800-295-7323 24/7 (balance, payment, outage report)
Business customers 1-888-755-8900 Monday to Friday, 7 a.m. to 7 p.m. ET
Pay by phone 1-877-266-3492 Monday to Friday, 7 a.m. to 7 p.m. ET
Spanish (Español) 1-800-743-2110 ext. 9 Monday to Friday, 7 a.m. to 7 p.m. ET
Hearing & speech impaired (TTY) 1-800-962-3293 Monday to Friday, 7 a.m. to 7 p.m. ET
Economic incentive programs 1-800-456-5153 Monday to Friday, 7 a.m. to 7 p.m. ET

Call-center hours and the 7 a.m. to 7 p.m. ET window were among the service-quality metrics the PSC required Avangrid to track and report on as part of the 2024 remediation plan. If your hold time is unreasonable, document the date and time; the data feeds the PSC's service-quality reviews.

How to escalate when RG&E does not resolve your issue

After the 2024 service-quality review the New York DPS opened a public complaint channel specifically for billing and disconnection issues in Avangrid territory. The escalation ladder is straightforward.

1

Call RG&E and ask for a supervisor

Phone 1-800-743-2110, document the agent's name, the date, the time and the case or ticket number. Ask explicitly for the matter to be escalated to a supervisor if the first agent cannot resolve it.

2

Send a written complaint to RG&E

Mail or email a written complaint to RG&E Customer Service, 89 East Avenue, Rochester, NY 14649. Include account number, dates of prior calls, and the resolution you want.

3

File a PSC complaint with NY DPS

Call the DPS consumer-complaint hotline at 1-800-342-3355 or file online through the DPS complaint portal. While a PSC complaint is open, RG&E cannot disconnect your service.

4

Escalate to elected representation

If the PSC channel does not resolve the issue, your state Assembly member, state Senator, and the Office of the NY Attorney General all accept consumer-protection inquiries. Local-press coverage in 2024 demonstrated that elected inquiries do move utility cases.

Mailing addresses

RG&E mailing addresses
Purpose Address
Bill payment by mail RG&E
P.O. Box 847813
Boston, MA 02284-7813
Customer service questions RG&E
89 East Avenue
Rochester, NY 14649
Corporate headquarters Rochester Gas and Electric Corporation
89 East Avenue
Rochester, NY 14649

Frequently asked questions about contacting RG&E

The main residential customer-service line is 1-800-743-2110, Monday to Friday, 7 a.m. to 7 p.m. ET. Use it for billing, account, move-in / move-out, and payment plans.

For an electric outage, downed line, or flickering service, call 1-800-743-1701, available 24/7. You can also report and track an outage online at rge.com or in the RG&E mobile app. If a line is on the ground or someone is hurt, dial 911 first.

For any suspected gas leak, call 1-800-743-1702, available 24/7. Leave the building first, then call from outside. Do not use light switches, phones, or anything that could spark.

First call RG&E at 1-800-743-2110 and ask for a supervisor. If the matter is not resolved, file a complaint with NY DPS at 1-800-342-3355 or via the DPS complaint portal. While the PSC complaint is open, RG&E cannot disconnect your service.

Yes. RG&E and NYSEG are both subsidiaries of Avangrid and share the same call-center platform, customer-service systems, and mobile app. The numbers themselves are different but the agents and the IT system are shared.

Throughout 2024, customer complaints, local-press coverage and elected-official inquiries focused on the volume of disconnection notices and call-center wait times after Avangrid billing-system changes. NY DPS opened a service-quality review and the PSC required Avangrid to file remediation plans covering billing accuracy, complaint handling, and disconnection procedures.

More about RG&E

RGE RG&E utility profile Phones, outage numbers, Avangrid family, rate case and service area. PAY Pay your RG&E bill Auto-pay, online, by phone, by mail and in-person options. MOVE IN Moving in Start service with RG&E when you move into the Rochester area. MOVE OUT Moving out Close the account, schedule the final read, avoid lingering charges. NYSEG NYSEG RG&E's Avangrid sibling, serving central and southern New York. NEW YORK New York energy hub All NY utilities, ESCOs and the state-wide bill calculator.
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